Complaints team and process
Is there a complaint officer or equivalent in post?
Yes. Local resolution complaints are investigated by the Housing Complaints Team, and final reviews are investigated independently by the Corporate Complaints Unit.
Does the complaint officer have autonomy to resolve complaints?
Yes. Investigating officers have the autonomy to investigate, identify service failures and award an appropriate remedy to resolve complaints.
Does the complaint officer have authority to compel engagement from other departments to resolve disputes?
Yes. Investigating officers have the autonomy to investigate, identify service failures and award an appropriate remedy to resolve complaints.
If there is a third stage to the complaints procedure are residents involved in the decision making?
No. We have a 2 stage complaint process, however, we acknowledge the informal stage.
Is any third stage optional for residents?
Not applicable.
Does the final stage response set out residents’ right to refer the matter to the Housing Ombudsman Service?
Yes. All final review responses include a standard escalation paragraph advising customers of the right to escalate complaints.
Do we keep a record of complaint correspondence including correspondence from the resident?
Yes.
At what stage are most complaints resolved?
88% of complaints are resolved at local resolution stage, with 12% of local resolution complaints escalated to final review.